The Bay Club Company · 1 day ago
Experience Director
Pleasanton, CA
Full-time
Onsite
Director/Executive
$20/hr - $30/hrThe Bay Club Company is seeking an Experience Director to drive membership sales and service excellence. This role focuses on cultivating client relationships and achieving revenue growth while leading the Experience team in delivering a personalized member experience.
Hospitality
Hiring Manager
Chelsea Ashbaker
Responsibilities
Champion and model Bay Club’s values within the Sports, Outdoor Recreation, and Active Lifestyle category
Build authentic, personal relationships by engaging regularly with members and associates to understand their motivations and goals
Maintain comprehensive product knowledge across all amenities, programs, services, and Shared Membership offerings
Lead with a teaching mindset by sharing knowledge, coaching peers, and fostering continuous learning within the Experience Team
Develop a deep understanding of the history, evolution, and value proposition of Bay Club’s Shared Membership model to guide prospects toward the optimal membership solution
Demonstrate expert-level knowledge of Shared Membership structure, pricing, benefits, and positioning to confidently educate prospective and existing members
Engage prospects through multiple channels—including in-person tours, virtual consultations, phone outreach, and personalized follow-ups—to meet members where they are
Actively recruit new members through referrals, networking, community partnerships, and member-focused events
Recommend and promote customized membership solutions aligned with individual needs and lifestyle preferences
Achieve or exceed individual and team membership sales targets and top-line revenue goals
Analyze membership performance, trends, and conversion data to identify growth opportunities and inform sales strategy
Maintain accurate, timely documentation in Salesforce/Service Cloud and other internal systems to support forecasting, reporting, and pipeline management
Train, coach, and guide the Experience Team in foundational sales skills, lead management, prospect handoffs, Shared Membership knowledge, and value-driven communication
Provide ongoing guidance to members regarding programs, amenities, and club offerings to support engagement, satisfaction, and retention
Serve as a primary point of contact for member inquiries, concerns, and service needs across all channels, including in-person interactions, phone, email, and Salesforce case management
Deliver timely, professional, and results-driven service resolution aligned with member retention and satisfaction goals
Build and sustain strong member relationships through personalized, hospitality-focused engagement throughout the entire membership lifecycle
Support seamless member onboarding, scheduling, reservations, and program participation
Ensure clear, consistent communication between departments and translate member feedback into actionable improvements
Collaborate with Fitness, Aquatics, Kids, Hospitality, and Operations teams to maintain consistent service standards and elevated guest experiences
Identify service gaps and implement enhancements that continuously elevate the member experience
Model professionalism, warmth, and brand-aligned service behaviors; train and guide the Experience Team in communication standards, hospitality expectations, and service execution
Act as a visible, approachable leader who fosters trust, clarity, and proactive communication with members and staff
Embrace an 'all hands on deck' mindset, supporting all areas of club operations as needed
Provide light oversight of daily operations to ensure a clean, safe, organized, and brand-aligned club environment
Oversee front desk, reception, and other member-facing areas to ensure operational consistency and service excellence
Serve as Manager on Duty when required, making sound, independent decisions to maintain operational continuity
Partner with operations leadership to implement and uphold member-focused operational standards and best practices
Support departmental financial performance by contributing to membership, program, and service revenue targets
Assist members with billing inquiries, account adjustments, and financial concerns in accordance with Club policies
Ensure accurate financial documentation and support operational efficiencies that positively impact the bottom line
Lead, mentor, and develop the Experience Team by setting clear expectations and reinforcing accountability, service excellence, and sales effectiveness
Participate in staff onboarding, training, and development initiatives as needed
Collaborate cross-functionally through Teams, meetings, and shared communication platforms to ensure alignment and execution
Promote a culture of teamwork, inclusion, and continuous improvement aligned with Bay Club’s Code of Culture
Maintain strong alignment with the Club Manager on priorities, performance goals, and strategic direction
Support the maintenance of cleanliness, organization, and appropriate stock levels throughout the Club
Uphold a clean, safe, and welcoming work environment for members, guests, and associates
Communicate clearly, timely, and professionally, ensuring consistent follow-up and accountability
Actively participate in required meetings, trainings, events, and programs
Represent the Club with professionalism in appearance, communication, and follow-through
Qualification
Required
Senior, non-exempt-level leader responsible for driving membership sales, service excellence, and top-line revenue growth
Cultivating and sustaining meaningful client relationships across the full membership lifecycle
Leading all membership recruitment efforts and identifying growth opportunities
Delivering a personalized, hospitality-driven member experience
Training, coaching, and guiding the Experience team
Setting clear expectations and developing sales and service capabilities
Fostering a culture of accountability and excellence
Providing light oversight of daily operations
Collaborating closely with internal teams to support programming, service delivery, and operational standards
Reporting directly to the Club Manager
Building authentic, personal relationships by engaging regularly with members and associates
Maintaining comprehensive product knowledge across all amenities, programs, services, and Shared Membership offerings
Demonstrating expert-level knowledge of Shared Membership structure, pricing, benefits, and positioning
Engaging prospects through multiple channels including in-person tours, virtual consultations, phone outreach, and personalized follow-ups
Actively recruiting new members through referrals, networking, community partnerships, and member-focused events
Achieving or exceeding individual and team membership sales targets and top-line revenue goals
Analyzing membership performance, trends, and conversion data to identify growth opportunities
Maintaining accurate, timely documentation in Salesforce/Service Cloud and other internal systems
Serving as a primary point of contact for member inquiries, concerns, and service needs
Delivering timely, professional, and results-driven service resolution
Building and sustaining strong member relationships through personalized engagement
Supporting seamless member onboarding, scheduling, reservations, and program participation
Ensuring clear, consistent communication between departments
Identifying service gaps and implementing enhancements
Modeling professionalism, warmth, and brand-aligned service behaviors
Embracing an 'all hands on deck' mindset
Providing light oversight of daily operations
Serving as Manager on Duty when required
Supporting departmental financial performance
Assisting members with billing inquiries, account adjustments, and financial concerns
Leading, mentoring, and developing the Experience Team
Participating in staff onboarding, training, and development initiatives
Promoting a culture of teamwork, inclusion, and continuous improvement
Maintaining strong alignment with the Club Manager on priorities
Supporting the maintenance of cleanliness, organization, and appropriate stock levels
Communicating clearly, timely, and professionally
Actively participating in required meetings, trainings, events, and programs
Flexibility in work schedule, as job may require day and evening shifts, weekends, and holidays
Company
The Bay Club Company
Welcome to the Bay Club. Where Sports, Outdoor Recreation, and an Active Lifestyle Meet.
Founded in 1977
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-07-26Acquired
Leadership Team
Matthew Stevens
President & CEO
Jennifer Steichen
Chief Operating Officer
Recent News
2025-12-09
The Bay Club Company
2025-11-04
The Bay Club Company
2025-10-02
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